Fin

Hi everyone,We’re using Fin with an escalation rule that hands the conversation off to a human when certain conditions are met.Right now, when escalation triggers, Fin sends the customer a fixed handoff message that repeats word-for-word across conversations. The phrasing doesn’t match our support tone of voice, and it feels robotic.Is there a way to control or customize the customer-facing text that Fin sends at the moment of escalation/handoff?  

I want to establish a consistent daily ritual where I review Fin AI performance and make meaningful updates (I currently make content updates based on Fin AI DSAT ratings).  I’ve already seen this post.What Intercom features do folks use in their daily maintenance of Fin? How much time do you spend on this daily? Looking for ideas!  I still do sprints outside of the daily routine to explore certain Intercom features, so this would be in addition to that.

I’m looking for best practices on how concrete service companies such as AMC Concrete can manage customer communication more effectively during residential and commercial projects.What tools or workflows work best for handling client inquiries, project schedules, progress updates, pricing clarity, and post-project follow-ups without putting extra pressure on the team?

We are a SaaS environment where FIN supports two separate products that are able to be connected to one another.  We are working with audience content targeting and other documentation flows and guidance to ensure the proper resources and content are sourced for the correct inquiries.  We’ve also had issues where changes were implemented before we were able to ALL sourced content updated, and instruction was given that couldn’t be followed. Has anyone come up with a way to track conversations that specifically are giving information the customer is unable to follow?Current Idea going over this afternoon is to make an attribute, and have the key words and things often asked include “its not there” “i’m unable to do that” “that is missing for me” and other example statements we’ve seen in chat, and have that be a specific attribute used in an escalation guidance, and get those customers to reps to verify their environment. But would also then be able to get rep

Hi community, I'm trying to set up Fin to provide different responses to different audiences using audience-targeted Snippets, but Fin is completely ignoring them and not using them at all. What I've configured:• Created specific Audiences based on user attributes • Created Snippets with different content for each audience• Assigned the appropriate Audience to each Snippet using Audience Targeting• Verified that users match the correct Audience criteriaThe problem:Fin is NOT accessing the audience-specific Snippets at all - it completely ignores them and uses general content or other articles instead. Even when the Snippet is perfectly relevant to the question and targeted to the correct audience, Fin doesn't use it.Context:We're a fintech company with complex financial products. It's critical for us to have a SCALABLE solution that ens

Earlier, under Fin AI Agent → Train → Content, there was a Custom Answers tab within Content Sources, where I had added several custom answers.I no longer see the Custom Answers option in this section.Could you please clarify: How can I access the custom answers that were previously added? Are these existing custom answers still being used to train the AI agent? What is the current process for adding new custom answers?

I would love to have an option to involve in only for collecting conversation Attributes. Right now it is not possible and any workaround works.  Even if I create a special tag/inbox for collecting attributes Fin must be involved which means even if it meet the escalation rule, it will reply that the conversation has been passed on. I would like Fin working in the background, collecting attributes from ALL conversations.  Maybe managing the Fin’s steps (in Let Fin handle nod in workflows) would be a solution. I mean turning off using content, guidances and leaving just collecting attributes would do the trick.  

Is there a way to mark a question as a test when checking if Fin AI agent is responding as expected after changing guidance? I have had members of my team ask various questions after uploading a “source of truth” to the knowledge base to ensure Fin is responding correctly. Some of these are marked as resolved and others are just sitting in our inbox as unassigned, and I don’t want to mark them as resolved if that is going to create a charge for a test rather than a true customer issue resolution. 

Hi all,Have you ever configure FIN to offer a clear choice: "Ask Fin" vs. "Leave a message"? here is an fake image of my vision/needs Cheers!  

When I checked the Japanese inquiries in Fin AI's Performance, I found that all the content is displayed in English even though customers wrote in Japanese. Can you change it to as it was written?Also, could you add a feature to filter and select only Japanese customers?When I search in Japanese in the content from Knowledge, the relevant items do not appear in the results. As my customers use only Japanese, I would really appreciate if you could solve this issue. Thank you.

I am currently setting up the Fin AI Agent. I have a question regarding the "Talk to a human" flow.When a user triggers the handoff to a human agent, how are the notifications handled for the assignee (or the team inbox)? Does the assignee receive an immediate email notification? Is it purely an in-app notification/browser push? I want to ensure that when the AI hands the conversation over, our support team is alerted immediately, even if they aren't staring at the Intercom dashboard.Thanks in advance!

Today we noticed an issue with Fin failing to respond to tickets. There have been no changes to the workflow but for whatever reason it just hasn’t responded to queries. We noticed the increase in FRT and drop in involvement but looking back we are almost certain this has happened before. It appears to be intermittent and no real obvious answer but curious if anyone else has experienced this and how you resolved. 

Issues:Once you add a content to a missing one and create either a snippet or article from it- you can never go back or see an audit trail of what you have actually done.    There is no list anywhere where you can see which content gaps you have actually optimized. We would like to store them somewhere which them might be helpful for configuting another area   Once you add the content and hit save, it opens the next suggestion instead of taking you back to the Optimize page, this is quite confusing and unrelated from what you were doing.    No export buttons anywhere   There is a table where they give percentages of conversations, but you can not clic

My company is anxiously awaiting the ability to access Fin through a channel API in our own bespoke messenger. Are any of you already doing something similar? If so, how’s that going?

Hi Community! We are still newish to Intercom, launching in earnest in April of 2025, and have been slow-rolling it out to our users. We currently have Fin enabled for ~100 of our customers, with plans to double, then triple that number in the upcoming weeks.Overall, Intercom has been great and Fin is performing even better than our initial expectations. That said, the one reoccurring issue we continue to see is users shortcuttong/circumventing Fin--when the chat starts, their first question is “Talk to a person” or “create a case,” and since Fin is frictionless, he will not fight them and defers to the case handover process (we use ServiceCloud). Issue is, since no question or context is present, none of the AI-detection fields fill in, and the case just is sent to a ‘triage’ queue until our reception team can reach out to determine what the users’ question/issue was so they can then place them into the correct Support queue (we do not currently offer live-cha

Fin is connected to my work Instagram business page. A follower recently tagged me in a story (which I received as a DM), and Fin is answering that DM. How do I stop that from happening?

Hi there,We’ve implemented Fin AI (Chat and Email) on our support desk, and it’s been fantastic so far—it’s doing a great job handling first-line queries! 😊However, we’ve noticed a challenge when a customer submits a vague message. Fin will respond with technically correct information, but it’s often not relevant to what the customer truly needs.I’m wondering if it’s possible to improve this by getting Fin to ask clarifying questions before responding. I’ve been advised to set up a new workflow where specific vague questions prompt Fin to ask follow-ups, but trying to predict and account for all the potential vague queries customers might come up with feels inefficient.Is there a better way to manage this? Any advice or insights you could share would be hugely appreciated!Thanks so much

I have converted my Conversation attributes for issue types to Fin attributes using the UI workflow. I have an “Other” attribute set with the exact wording that Intercom fin suggested in case it couldn’t detect any of the others from my descriptions. I have them enabled for all audiences. I have a very simple workflow that starts with a user typing and branches to Fin answering. The audience is ‘custom → logged in users’. → What brings you here today? Let customer type → Let Fin handle → If escalated show reply time. When I send fin a message it finds the correct articles and guidance, but there’s no indication it’s detecting any of my attributes as the conversation log does not show the event and the attribute is not set on the conversation details panel. I turned on Urgency attributes to see if it would detect those as a test and it is not detecting them until the ticket is closed, which I think defeats the purpose. But at least I can see a log of when it dete

Hello,I want to add Intercom remote MCP to an AI agent. How do I add my callback URI to the allow list for the remote MCP?Thanking in anticipation.

Is there a way to have the Fin AI agent reference information (including hyperlinks to PDFs) on a website but restrict it from linking customers to the site? We have a page with links to user manuals for devices listed on our website that was meant to just be for AI reference rather than for public consumption. We want Fin to be able to answer a question troubleshooting use of a specific device type with the user manual, but don’t want to take customers to a page with a huge table of devices on it.

Hello! I wanted to report a couple of issues we’ve been experiencing with the FIN Suggestions feature: Suggestions tab showing empty results – We sometimes see that a suggestion appears to be available, but when we open it, it’s actually empty (no comments or text). Article changes not saving – When trying to edit an article through FIN Suggestions, we often get an error saying the changes could not be saved. In some cases, the changes aren’t even saved as a draft, which has caused us to lose work and time. Could you let us know if these are known bugs or if there are any current workarounds?Additionally, we were wondering if there are any options to guide or rate suggestions so the system can learn from our feedback. At the moment, many suggestions seem repetitive and often just reword content without explaining why the original version might not be good. It would be great to have a way to indicate which suggestions ar

We have setup intercom as our helpdesk for our Shopify ecommerce business. Customers who are logged in to their shopify account are getting excellent replies from FIN, with order information etc. But when a customer chats to FIN and they are not logged in, they only get generic knowledge center information. What is the best workflow / solution to make sure Visitors log into shopify before chatting?Can FIN prompt the user to log in at the start of a visitor chat? Can FIN authenticate the user just with the email / order number? We’re also looking for someone to review our whole setup and offer some improvements, please get in touch if you can help us out. Thanks! Scott 

Hi Intercom Community,I’m trying to fine-tune how FIN handles unresolved issues. Specifically:Is there a way to set a limit on how many times FIN tries to resolve a customer’s question before escalating? Can FIN automatically hand off to a human agent after those attempts?I want to make sure customers aren’t stuck in a loop if FIN can’t help. Ideally, it would try a few times, then gracefully pass the conversation to a person.Has anyone set this up successfully? Would love to hear how you approached it—or if there’s a built-in way to do this.Thanks in advance!—Vanessa

Hey everyone 👋We’re currently using Fin as the first line of support, handling all incoming customer conversations.It works great — once a human agent joins the conversation, Fin automatically stops responding, which makes perfect sense in most cases.However, there are many situations where the agent realizes that Fin could actually continue handling the customer effectively after their short intervention.It would be super helpful if agents could reactivate Fin in a conversation — ideally with a simple button or command — so Fin can pick up right where it left off.Is there a way to do this today? If not, we’d love to see this added as a future feature 🙏Thanks!Tamir

Hi all, we’re pretty new to Fin AI & chatbot setup in general, so we might be missing something, however, I’m seeing massive differences in how Fin responds to questions in the Preview environment versus the actual live environment on our website.As an example – one of our users asked a fairly basic question about our service, and Fin AI responded with “Sorry, I couldn’t find information related to your question.” However, when I pasted the same question into the Fin AI preview (logged in as an organizational user within the Intercom admin dashboard), it returned a comprehensive response and fully answered the user’s question.Currently, we have Fin AI enabled for all Users, Leads, and Visitors via Intercom Messenger only, and have it trained on all of our published support articles, as prompted via the Simple Deploy process.I’ve scoured all available Fin AI settings within Intercom to no avail, and I’m not able to find another community thread about this top